10853 Intern - IT Client Services Return to Job Search Intern - IT Client Services #4349 Add to Bookmarks Refer a Friend Share Apply Merrimack, NH Location Merrimack - 730 Milford Road Company Connection Functional Group IT Job Title Intern - IT Client Services State New Hampshire Description The IT Client Services Intern works under the immediate supervision of the Director of Client Services utilizing standard operating procedures, job shadowing and verbal instructions to complete assignments. The Intern will be immersed in and assist with the IT Client Services team consisting of computer operations, help desk, desktop support and telephony support, accepting requests and responding to incidents through various intake channels including email, telephone and walk-up. The Intern will learn to capture end-user interactions succinctly, to assess symptoms and choose the best solution from organizational experience, provide technical support and mentoring to the end-user community and record the results of triage for escalation and / or root-cause determination for services provided to internal clients. The Intern provides "smart hands" for the organization in the deployment and maintenance of IT equipment. The Intern gains first-hand insight to the day-to-day processes and support functions related to IT ClientServices operations. The Intern is encouraged to provide feedback for process improvement and is provided an educational/learn-by-doing opportunity to experience a front-line IT support organization and discover areas of interest and growth within the team. Requirements Job Shadowing Shadows and learns how to handle problem calls each day, increasing the number of calls handled personally over time. The goal is to react quickly and accurately to assess the problem and accurately fix it over the telephone or deskside and escalate it to the next level, if required, including well-documented prior triage results. Client Services Operations Assists in providing first-hand insight to the day-to-day processes and support functions related to IT Client Services operations and involved in an educational/learn-by-doing opportunity to experience a front-line IT support organization and discover areas of interest and growth within the team. Customer Service Guides in problem resolutions and communicates effectively with employees and managers in various departments throughout the company responding appropriately and in a professional manner, with strong telephone presence. Ticket Administration Assists with various administrative tasks related to filling out tickets and interaction with other team members to attain an efficient resolution to a specific situation. HR Use Only PCCMMK